Where Your Order Actually Ships
Your account holds more than one address, and only one of them is used to ship your medication. This page explains which, and how to change it before your order goes out.
That is the information you gave us when you first joined. It stays as you entered it and does not update on its own.
Invoices no longer show an address at all. If you are looking at an older one you may still see a billing address on it, and it is not what your order ships to.
Whichever form you submitted last — e-consult, phone consult, refill request, or wellness order. That is the address we send to the pharmacy, every time.
Your Forms Are The Live Record
Every order form asks for a shipping address, and the one you enter there is the one that travels with your order to the pharmacy. It is the most recent thing you have told us, so it is the one we trust.
The address in your portal is a snapshot from when you joined. Updating it does not change where an order ships, which is why a patient who moves and edits their portal profile can still have a package sent to the old address. If you have moved, the place to put the new address is your next form.
We took them off to stop them being mistaken for the shipping address. Older invoices may still show one; ignore it.
What To Do Depends On Whether You Have Paid
Your order is submitted to the pharmacy the moment your invoice is paid. Everything about how quickly this can be fixed follows from that one fact.
Your Invoice Is Not Paid Yet
This is the easy case, and there is no rush as long as you do one thing first.
- Reply to the email your invoice came in with, and give us the correct shipping address.
- Do not pay the invoice yet. Wait until we confirm the address has been updated.
- Once we confirm, pay as normal and your order goes out to the corrected address.
Paying before we confirm sends the order to the pharmacy with the old address attached, which moves you to the situation below.
Your Invoice Is Already Paid
Your order is already with the pharmacy, so this one is time-sensitive. Email the orders team straight away rather than waiting to see what happens.
- Email orders@lavenderskyhealth.com immediately.
- Use this exact subject line so it is picked up first:
URGENT – Address Update - Include the correct address in full, and the invoice number if you have it.
We will do everything we can to reach the pharmacy before the order ships. We cannot promise it, because the change has to be made on their side and the timing is theirs.
After a package leaves the pharmacy we have no control over where it goes or how it is handled. At that point you will need to contact the dispensing pharmacy directly — their name is on your order confirmation. We are glad to help you word the request, but the pharmacy is who can act on it.
Moving, Or Not Sure Which Address We Have?
Put the new address on your next form and it takes effect from that order. If you want to check what we have on file before then, the orders team can tell you.
Shipping timelines and delivery are handled by the dispensing pharmacy and its carrier. Address questions before an order ships are ours; anything after it ships goes to the pharmacy.